Best Practices for Improving Customer Service eBook

Best Practicesfor ImprovingCustomer Service

Table of Contents

Why You Should Read this eBook

Understanding the Customer Experience

Poor Customer Service and Your Bottom Line

5 Steps to Delivering Exceptional Service

How to Make a Lasting Impression

Choosing the Right Solution for Your Business

The NexTraq Fleet Tracking Solution

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Customer service can make or break your business

With the service industry being so competitive standing out among the crowd can be difficult Not only do you have to deliver exceptional customer service but you have to deliver it better than your competitors

So what are you doing to keep your customers coming back

The purpose of this eBook is to inform service businesses of the importance of providing superior customer service Included here is a snapshot of how customer service impacts your bottom line and what you can do to deliver outstanding service and stand out among the competition

Feel free to post and share this eBook with friends contacts and colleagues

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Do you know what your customers are really saying about your business In order to evaluate your customer service you need to gather and analyze customer feedback and metrics Without this type of information you may think your business provides superior service but you have no data to prove it

Customer feedback can serve as an important tool to help you determine where yoursquore succeeding and where you need improvement

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808

80 of companies feel that they deliver superior customer service

8 of consumers think these same companies deliver superior customer service

8 out of 10 Americans say they are willing to spend more to ensure an excellent customer experience


When your customers arenrsquot happy itrsquos your business that pays the price One negative customer experience can cause a ripple effect leaving you with lost business and missed opportunities Do you really want bad customer service to damage your reputation and your bottom line

When you deliver poor customer service yoursquore delivering business to your competitors

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86 of people STOP doing business with a company because of BAD customer service

On average consumers tell 9 people about positive experiences and 16 people about negative experiences

Positive Negative

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16

Here are 5 steps every successful business should take to improve the customer experience

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Make a Positive First Impression First impressions are lasting impressions If your business makes a positive first impression on a customer they are more likely to give repeat business and refer you to colleagues and friends

Provide Quick Response Times Customers donrsquot like to be kept waiting Itrsquos important that your employees arrive on schedule and complete jobs in a timely manner

Carry Out Your Promise If you provide your customer with an ETA make sure itrsquos accurate Not only that but make sure the job you said you would do gets done Itrsquos better to under promise and over deliver

Do it Right the First Time Carelessness and mistakes can really hurt your business Make sure the job is done right the first time so you can avoid customer complaints and lost business

Listen to Your Customers Your customers want to feel appreciated Itrsquos important to engage with and listen to your customers You can even create a loyalty program where you provide customers with special offers or discounts This will show that you value your customers


As we mentioned earlier first impressions are lasting impressions If you consistently make a positive first impression and deliver great service you will see an increase in customer loyalty retention and referrals

So what can you do to make a lasting impression on your customers

Many businesses are utilizing GPS fleet tracking technology to help transform the customer experience How can it benefit your business With a fleet tracking solution you can

Create efficient routes for your drivers and provide your customers with accurate ETAs

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Re-route your drivers on the fly to avoid traffic congestion getting them to jobs quicker

Ensure your drivers are arriving to appointments on schedule by monitoring vehicle location

Receive automated job status updates so you can make sure jobs are getting done on time

See where your drivers are in real-time where they have been and how long they have been there so you can resolve any customer disputes


When yoursquore ready to take the first step towards transforming the customer experience itrsquos crucial to find the right solution

for your business Before choosing a fleet management provider here

are 5 questions to take into consideration

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How long has the company been in business

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Do they have a proven track record of industry firsts

Is the system reliable and easy to use

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Do they offer top quality hardware

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Do they offer free unlimited and ongoing training

Itrsquos important to also think about the customer service they offer If they donrsquot deliver exceptional customer service are they really going to be able to help you improve your customer service levels


NexTraqreg is dedicated to helping our customers deliver superior service and stand out among the crowd Check out how our customers have benefited from the NexTraq solution

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Interested in seeing if the NexTraq solution is the right fit for your businessVisit wwwnextraqcom or call us at 8003586178 We look forward to hearing from you

ldquoThe NexTraq solution is an excellent tool that makes you more efficient and improves customer relations I guarantee it has made us more efficientrdquoKerry Taylor President of Millersburg Electric

ldquoThe over-the-road trucking industry is very competitive If a customer doesnrsquot like you they can easily find another company My customer satisfaction has increased since implementing the NexTraq Fleet Tracking solutionrdquoIvan Enev President of World Way Inc

ldquoThe ability to reroute a driver to a new service request has helped to improve our processes and ultimately our customer servicerdquoNathan Franklin Electrical Engineer for Holston Electric Cooperative

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Best Practices for Improving Customer Service eBook